Methods and systems for service request management

Abstract

Described herein is a computer implemented method comprising: receiving, at an information technology service management (ITSM) system, a Practice Action request, the Practice Action request referencing a Practice, the Practice providing one or more selectively enablable Capabilities to a project created in the ITSM system; the ITSM system querying an issues database associated with the project; the ITSM system receiving a result set of candidate issues in response to the query; and the ITSM system modifying one or more of the candidate requests using the referenced Practice.

What is claimed is: 
     
       1. A method for tailoring issue functionality in an information technology service management (ITSM) system, the method comprising:
 causing display of a first graphical user interface of the ITSM system, the first graphical user interface including an issue view comprising a first set of graphical user interface elements displaying respective issue data for a selected issue of a set of issues assigned to a first practice, the first set of graphical user interface elements defined by a first practice value stored in a practice field of each issue of the set of issues; 
 causing display of a second graphical user interface including an administrator view of the ITSM system, the administrator view comprising a practice selection interface element; 
 in response to a user input to the practice selection interface element, causing the practice field for each issue of the set of issues to be automatically changed from the first practice value to a second practice value; and 
 subsequent to receiving the user input, causing display of the first graphical user interface of the ITSM system, the first graphical user interface including the issue view comprising a second set of graphical user interface elements displaying respective issue data for the selected issue of the set of issues assigned to the second practice, the second set of graphical user interface elements defined by the second practice value stored in the practice field of each issue of the set of issues, the second set of graphical user interface elements including at least one or more disabled elements that are automatically disabled in response to the user input causing the practice field to change from the first practice value to the second practice value. 
 
     
     
       2. The method of  claim 1 , wherein the second set of graphical user interface elements include one or more of a Services UI, Change Calendar, Deployment Change Management, Best-practice request type and Change-Management-specific automation rules. 
     
     
       3. The method of  claim 1 , further comprising:
 in response to the change from the first practice value to the second practice value, locking a subset of values from a set of possible values from a first user interface element within the second set of graphical user interface elements, the locking including disabling a user from selection of the subset of values. 
 
     
     
       4. The method of  claim 3 , wherein the first user interface element is a change calendar and the subset of values are date ranges. 
     
     
       5. The method of  claim 1 , further comprising:
 receiving a bulk action request with respect to a project managed by the ITSM system, the bulk action request including a practice assignment action; 
 executing a search on an ITSM data store using the project of the bulk action request; 
 receiving the set of issues from the ITSM data store in response to the search; 
 in response to the bulk action request, filtering the set of issues stored in the ITSM data store according to a prioritized issue search metric; and 
 modifying the practice field of each issue within the set of issues meeting the prioritized issue search metric to the practice value corresponding to the second practice. 
 
     
     
       6. The method of  claim 1 , wherein the prioritized issue search metric is associated with an issue status. 
     
     
       7. The method of  claim 1 , wherein practice comprises:
 a first subset of features generated by an administrator; and 
 a second subset of features default to each practice from a set of candidate practice values. 
 
     
     
       8. The method of  claim 1 , wherein further comprising:
 the changing from a first practice value to a second practice values comprises adding a set of navigation items to the first graphical user interface. 
 
     
     
       9. A method for tailoring issue functionality in an information technology service management (ITSM) system, the method comprising:
 at an issue view of a first graphical user interface of the ITSM system, causing display of issue data corresponding to a first particular issue, the issue data comprising a first set of fields including a practice field, the practice field having a first practice value for the first particular issue, wherein:
 the first practice value determines a first set of graphical user interface elements displayed in the first graphical user interface, the first set of graphical user interface elements enabling a first set of features unique to the first practice value; 
 
 at an administrator view of a second graphical user interface of the ITSM system:
 causing display of a practice selection user interface element; 
 assigning, by an administrator user, a second practice value to the first particular issue via the practice selection user interface element, the second practice value determining a second set of graphical user interface elements displayed in the first graphical user interface, the second set of graphical user interface elements enabling a second set of features unique to the second practice value, the second set of features different from the first set of features; 
 
 subsequent to assigning the second practice value to the first particular issue:
 modifying the first set of fields to a second set of fields, the second set of fields including the practice field, the second set of fields corresponding to the second practice value; 
 at the issue view of the first graphical user interface of the ITSM system, cause display of the issue data of the first particular issue, the issue data displayed in accordance with the second practice value, wherein:
 the first set of graphical user interface elements are suppressed from the first graphical user interface; and 
 
 for at least one user interface element of the second set of graphical user interface elements, automatically disabling a value of a set of possible values in accordance with a practice configuration criteria. 
 
 
     
     
       10. The method of  claim 9 , wherein:
 the at least one user interface element corresponding to a change calendar; and 
 the value is a number of specific date fields outside a functioning parameter of the change calendar for the second practice value. 
 
     
     
       11. The method of  claim 9 , wherein the second set of features include one or more of a services user interface, change calendar, deployment change management, best-practice request type and change-management-specific automation rules. 
     
     
       12. The method of  claim 9 , wherein the practice value is associated with one of a Service Request Practice, an Incident Practice, a Problem Practice Change Management Practice, a Release Management Practice, and a Human Resources Practice. 
     
     
       13. The method of  claim 9 , further comprising:
 receiving a bulk action request with respect to a project managed by the ITSM system, the bulk action request including a practice assignment action; 
 executing a search on an ITSM data store using the project of the bulk action request; 
 receiving a set of issues from the ITSM data store in response to the search; 
 in response to the bulk action request, filtering the set of issues stored in the ITSM data store according to a prioritized issue search metric; and 
 modifying the practice field of each issue within the set of issues meeting the prioritized issue search metric to the practice value corresponding to the second practice. 
 
     
     
       14. The method of  claim 9 , wherein the first practice value and the second practice value correspond to a first set of candidate practices, and further comprising:
 in response to a request from an administrator to create a project, instantiating a project interface from a template; 
 in response to the instantiation of the project interface, loading at the ITSM system, a second set of candidate practice values, each practice value corresponding to one of a service request practice, an incident practice, a problem practice change management practice, a release management practice and a human resources practice; and 
 disabling, by the administrator, at least one practice from the second set of candidate practice values. 
 
     
     
       15. The method of  claim 9 , wherein the first set of fields includes at least one of a summary field, a reporter field, a component's field, an attachment field, a description field, a linked issues field, an assignee field, a priority field, and an impact field. 
     
     
       16. The method of  claim 9 , wherein modifying a first set of fields to a second set of fields includes hiding at least one field from the first set of fields from view.